Pharmacy - Customer Accounts

Pharmacy - Customer Accounts

Job ID: 660976BR Business Area: CVS Health Primary Location: OH ‒ Cincinnati Job Type: Full Time Job Category: Corporate, Customer Care, Omnicare Clinical Licensure Required: N/A Location Code OF397 Position Summary:What We DoDirectly, and through our subsidiaries, Omnicare provides a broad array of pharmacy-related services to long term care facilities and to other customers in the health care environment. While senior care has long been an Omnicare specialty, we also serve other targeted populations.Working in a customer service environment, the Senior Living Concierge is the central point of contact for Assisted Living residents, family members and/or Community staff. As a key member of Omnicare’s innovative offering for the growing assisted living market, the Senior Living Concierge triages incoming questions and issues, identifying resolutions that optimize the overall pharmacy experience for residents, family members and community staff.Responsibilities

Maintain the Standard of Customer Service Excellence expected for the Assisted Living Platform within Omnicare, Inc

Work in conjunction with Senior Living Specialists to maximize penetration

Pre-onboarding efforts with telephone calls and email campaigns in communities to residents, responsible parties and staff

Utilize Assisted Living platform tools to promote Omnicare’s service to residents, responsible parties and staff.

Assume and maintain ownership of any unresolved questions or concerns through resolution

Maintain compliance with Service Now and Salesforce.com documentation in order to ensure issue resolution and allow review of key data by management

May answer inquiries from assigned Assisted Living residents or guarantors related to billing, operations, or covered therapies

May serve as the primary internal contact for Assisted Living staff to assist with their daily needs and to facilitate resolution of their issues

Resolve a determined % of initial calls to satisfied resolution and partner with appropriate internal partners when necessary to solve complex concerns or inquiries

Proactively communicate critical information with assisted living community staff, residents and family members to enhance service levels or maximize pharmacy efficiency

Have the ability to confidently communicate Omnicare’s service offerings to Assisted Living community staff, residents, family members and potential customers and their relationship for meeting the Core Needs of the Community and Customer

Be able to confidently communicate specific differences and solutions to common questions and objections presented by an Assisted Living Community or Customer

Perform welcome calls for residents moving into Select Communities, to verify billing information and provide an overview of Omnicare’s Assisted Living services

Perform welcome calls for residents not utilizing Omnicare in Select Communities, to effectively communicate Omnicare’s services and convert them to an Omnicare serviced customer

When possible, provide price quotes for customers upon request

Observe and communicate the assisted living community satisfaction levels and communicate findings to the AL Concierge Manager, pharmacy operations management and account management

Work between multiple technology platforms to view and record findings and ensure proper resolution

Required Qualifications:

Experience working with residents/patients to provide collaborative and empathetic solutions

Desire to build and grow internal processes and supporting infrastructure

Education:

High School Diploma/GED

Business Overview:CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENTFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking AA EEO CVS HealthFor inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/

About this company

Through our more than 9,600 retail pharmacies, over 1,100 walk-in medical clinics, 75 million pharmacy benefit manager plan members, and expanding specialty pharmacy services, we enable people, businesses and communities to manage health in more affordable, effective ways. This unique integrated model increases access to quality care, delivers better health outcomes, and lowers overall health care costs. We leverage our unique combination to help payors control costs, improve patient access, and promote better health outcomes in a way that no other company can.